Customer Service Policy

This Customer Service Policy serves as a comprehensive guideline for all users and customers shopping on our official website, standardizing the full-process service rules covering order processing, logistics distribution, freight and tariff liability, return and refund services, payment currency specifications, and customer consultation channels. Our core service tenet is to provide every global customer with transparent, reliable, worry-free and high-standard premium shopping experience. All service clauses formulated by us are applicable to all orders generated on the platform, ensuring standardized, humanized and professional protection of customer rights and interests.

1. Order Processing & Shipping Service Rules

We adhere to efficient and standardized order processing procedures to ensure that every customer’s purchase demand can be responded to in the fastest and most accurate manner. After customers successfully place and pay for orders on the website, our official team will complete order verification, product sorting, quality inspection and packaging operations in accordance with unified process specifications. All in-stock products support fast shipment, with orders being arranged for delivery within a short processing cycle after payment confirmation.
In terms of global logistics distribution, we have cooperated with stable and high-quality cross-border logistics channels to cover global delivery services. For all orders, we have a stable international transportation cycle. After the goods are shipped from the warehouse, they will go through standardized cross-border transportation, customs clearance and local distribution links, and can be delivered safely to customers’ designated addresses within the conventional global delivery cycle. We always prioritize the safety and timeliness of goods, and carry out real-time tracking and monitoring of all logistics links to avoid abnormal situations such as delayed delivery and lost parcels, ensuring that customers can receive intact products smoothly.
All products will be strictly inspected for appearance, quality and packaging before shipment. We adopt professional shockproof, pressure-resistant and sealed packaging materials suitable for cross-border long-distance transportation, effectively avoiding product damage, leakage and other problems during transportation. Each package is equipped with standardized logistics tracking information, and customers can check the real-time transportation status of orders through the logistics query channel supported by the platform.

2. Freight & Tariff Liability Rules

In order to bring customers the most cost-effective and worry-free shopping experience, we implement a full-site global free shipping policy for all products on the platform. There is no minimum order limit, no order amount threshold and no hidden freight charges. All orders completed on our official website can enjoy free global delivery services. Customers do not need to bear any basic freight, handling fees, logistics service fees and other additional expenses related to commodity transportation.
For all cross-border orders, we independently bear all tariffs, customs clearance fees, import taxes and all other additional fees incurred during the customs clearance process. Different from other shopping platforms that require customers to bear tariff costs independently, our platform undertakes all cross-border transaction-related tariff liabilities in full. Customers do not need to pay any extra fees during customs clearance and receiving procedures, realizing a true zero-additional-cost shopping experience.
All freight and tariff subsidy policies are permanently applicable to all product categories and all global customer groups, without distinguishing order quantity, order amount and delivery regions. We always take eliminating customers’ hidden consumption costs as one of our core service advantages, allowing every user to enjoy high-quality boutique fragrance products and premium cross-border shopping services at a favorable price.

3. Return & Refund Service Policy

We provide customers with a flexible and user-friendly after-sales return protection mechanism, far exceeding the conventional service standards of the industry. Customers can apply for return services for purchased products within a long and sufficient return cycle if they have dissatisfaction with product appearance, aroma, use effect or other legitimate reasons. The return service covers all products sold on the platform, with no product category restrictions.
The premise of return application is that the product is kept intact, with original packaging complete, no man-made damage, no use and disassembly, and does not affect secondary sales. Customers only need to submit a return application through the official designated consultation channel, and our professional after-sales customer service team will respond to the application quickly, provide standardized return guidance, including return address, delivery precautions and process explanation, to help customers complete return operations efficiently.
After we receive and verify the returned products to confirm that they meet the return specifications, we will immediately start the official refund process. Our unified refund processing cycle is efficient and standardized, and the full refund amount will be returned to the customer’s original payment account within the stipulated processing period. In the whole return and refund process, we adhere to the principle of customer first, handle every return application fairly and transparently, and fully protect the legitimate consumption rights and interests of every customer.

4. Payment & Currency Specification

To adapt to the shopping habits of global customers and unify platform transaction specifications, all product pricing, order settlement, discount calculation and refund amount settlement on our official website are based on United States Dollar (USD) as the only unified settlement currency. All displayed prices on the website are final prices denominated in US dollars, with no currency conversion difference and no hidden conversion fees.
During the order payment process, the system will automatically complete the unified currency settlement. For customers using other currencies for payment, the settlement will be carried out in accordance with the real-time official exchange rate of the payment channel, and our platform will not charge any additional currency conversion service fees. In the subsequent refund, after-sales compensation and other fund settlement links, the US dollar will also be used as the unified standard to ensure the standardization, consistency and transparency of all transaction data.

5. Customer Consultation & Communication Channel

We provide dedicated and official customer consultation service channels for all users. For any problems encountered by customers during pre-sales consultation, order placement, logistics inquiry, after-sales application, product consultation and other shopping links, they can obtain professional and targeted services through the platform’s independent Contact Us page.
Our customer service team has received professional standardized training, with rich service experience in product knowledge, order processing, logistics inquiry and after-sales processing. We adhere to the service principles of patience, professionalism, efficiency and sincerity, and will respond to customer messages in a timely manner, accurately answer all customer questions, and solve various shopping problems for users.
The Contact Us channel supports all global customers’ consultation and feedback, covering pre-sales product recommendation, discount policy consultation, order status inquiry, logistics delay feedback, return and refund process consultation, product use guidance, platform suggestion feedback and other full-scene service demands. We always maintain an open and transparent communication attitude, take every customer’s feedback seriously, and continuously optimize platform services and product quality based on user opinions.

6. General Service Commitment

We have always taken standardized processes, professional services and sincere communication as the basic criteria for platform operation. All service policies formulated by us are open, transparent and fair to all customers. We will strictly implement the unified service standards in every link of order processing, logistics delivery, tariff bearing, after-sales refund and customer consultation, and refuse any differential treatment and hidden rules.
While providing high-cost-effective boutique fragrance products for global customers, we always optimize the service system iteratively, continuously improve the customer shopping experience, and rely on reliable service quality and sincere brand temperature to win the trust of every user. We will always adhere to the service concept of customer supremacy, and provide every global fragrance lover with reassuring, comfortable and high-quality one-stop cross-border shopping services.

 

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